Your Calls Service Core

How to set up the service
and use the app

Check availability and register interest

In today’s super-connected world, Voice over Internet Protocol (VoIP) calls bring you super clear connections right through your broadband, skipping those old-school telephone lines.

On this page, we’ve got straightforward instructions to help you set up your Calls service at home in a jiffy. Get ready to dive into all the awesome benefits it has to offer!

Download the Softphone app

On your mobile device, download the Softphone app using the relevant link below. 

We’ll send you a QR code by email. Please open the app and scan the QR to set up your app. 

NOTE: It’s important that you accept the required permission requests for the app to function correctly. 

Camera Permission: Required to scan the QR code

Contacts Permission: Required to add/remove local contacts

Notification Permission: Required for inbound call alerts to function

Have more questions about how to use your app? See below for some useful screenshots of how each section of the app works. 

The Keypad

Softphone the keypad 01 01

The keypad allows for quick access to make a phone call or to access the functionality of a classical phone interface.

Active Call Screen

Softphone active call 01 01

Place calls on mute, hold or transfer from this screen and even record calls locally to your device.

History

Softphone history 01 01

The history screen shows all of the apps communication history.

Contacts

Softphone contacts 01 01

You can manage contacts both locally and via the LDAP option for shared address books.

Quickdial

Softphone quickdial 01 01

The Quickdial screen allows for commonly used extensions to be stored so they can be dialled quickly. It also offers presence visibility if enabled.

To enable BLF simply edit a contact and enable the BLF slider and with the relevant extension number in the format <accountnumber*extension> (i,e 12345*200).

Frequently Asked Questions

No – you can use your existing landline. We provide the equipment you need to connect your existing landline device to your router. 

You can – when you sign up to Calls, you’ll be given the option to keep your existing number (this costs just £12). 

Our Calls service doesn’t allow international numbers to be called as it’s free to use other solutions such as FaceTime, WhatsApp and other messaging aps. That’s the beauty of our full-fibre service; buffer and glitch-free connectivity.

Short codes are small numbers that are linked to helpful services such as voicemail and the speaking clock.

There’s a list of these codes below:

  • Speaking clock – 123
  • Withhold number for an outbound call – 141{telephone number}
  • Identify last call – 1471
  • Wake-up call reminder (create & delete) – *#{enter 24hr time}
  • Access Voicemail – 1571
    • Voicemail Mailbox options – 0
      • Record unavailable greeting (rings out) – 2
      • Record name – 3
      • Record temporary greeting – 4
    • Listen to old messages – 1
    • Play previous message – 4
    • Repeat current message – 5
    • Play next message – 6
    • Save message – 9
    • Help – *

To access your voicemail please dial 1571 from your handset. Follow the prompts to navigate through the voicemail options. Please refer to the short-codes list to see all available options.

Types of Greetings

A greeting is a short message that plays before the caller is allowed to record a message. The greeting is intended to let the caller know that you’re not able to answer their call. The greeting can also be used to convey other information like when you will be available, other methods to contact you, or other options that the caller can use to receive assistance.

Unavailable Greeting

The standard voice mail greeting is the “unavailable” greeting. This is used if you don’t answer the phone and so the call is directed to your voice mailbox.

You can record a custom unavailable greeting (which is recommended—see below).

If you have not recorded your unavailable greeting and have not recorded your name (see below), the phone system will play a generic message: “The person at extension number is unavailable.”

Busy Greeting

If you wish, you can record a custom greeting used when someone calls you and you are currently on the phone. This is called your “busy” greeting.

You can record a custom busy greeting (see below).

If you have not recorded your busy greeting and have not recorded your name (see below), the phone system will play a generic message: “The person at extension number is on the phone.”

Temporary Greeting

You can also record a temporary greeting. If it exists, a temporary greeting will always be played instead of your “busy” or “unavailable” greetings. This could be used, for example, if you are going on leave or will be out of the office for a while and want to inform people not to expect a return call anytime soon. Using a temporary greeting avoids having to change your normal unavailable greeting when you leave and when you come back.

To configure a creating, first dial 1571 from your handset, then press 0 to enter the Mailbox Options. Then press,

                1 – to record unavailable greeting (this is when the line rings out)

                2 – to record a busy greeting (this is when you are on the phone to another caller)

                3 – to record your name

                4 – to record a temporary greeting